The more people rationalize cheating, the more it becomes a culture of dishonesty. And that can become a vicious, downward cycle. Because suddenly, if everyone else is cheating, you feel a need to cheat, too.

Trust is the highest form of human motivation. It brings out the very best in people. But it takes time and patience.

In many situations involving service recovery - the problem itself became the catalyst for the creation of even greater trust as the companies took the issues head-on and worked through the difficult problem in a way that restored confidence.

When you listen with empathy to another person, you give that person psychological air.

We can't live without eating, but we don't live to eat.

Perhaps the greatest role of parenting, more than directing and telling children what to do, [is] helping [children] connect with their own gifts, particularly conscience.

To blame and accuse other people, is to choose to empower them, to control us.